AutoNation Toyota Scion Libertyville… where customer satisfaction and loyalty count for nothing!
I would BE EXTREMELY CAUTIOUS in having your vehicle serviced here and, likewise, I WILL NEVER purchase another vehicle from this Dealership.
Twenty seven days after purchasing a new, never driven, 2013 Toyota Avalon Hybrid from Autonation Toyota Scion Libertyville, we brought the vehicle back to the Dealership for installation of a remote starter installation which was part of the original purchase agreement. At this point, the vehicle had less than 1000 miles on the odometer.
The following day my wife was notified that there was a "problem" with the vehicle and that she should contact the Dealer. After contacting the Dealer, we found out that the "problem" was that the Dealer was “unable to locate the vehicle”. Our vehicle had been stolen from the Dealer's lot, a lot in which the Dealer kept its multimillion dollar inventory.
We later learned that the Dealer's security measures were grossly inadequate. We were told that they did not have a single security camera on site, either inside their buildings or in their parking lots. In the police report, it actually states that the exact date on which the car was stolen was unknown. In order to pull off the theft, the thief, or thieves, needed direct access to the room, inside the Dealer's building, where their customers' ignition keys were stored. In other words, to steal our car from the Dealer, the thief or thieves had to first steal our keys from the Dealer. How is that for taking “care and custody” of your vehicle!
The vehicle was subsequently found by the police 30 miles away from the Dealership in a high crime Chicago neighborhood where, according to the police, stolen vehicles are frequently dumped to be stripped down and sold later for their individual parts. All of our items of personal property, which we left in the car, had been stolen. (The vehicle was subsequently towed back to the police station.)
Interestingly enough, when the car was discovered by the police, our own license plates had been replaced with stolen license plates. The stolen plates were held in place with a license plate holder from Schaumburg Toyota and our Libertyville Toyota dealer sticker was replaced with a Schaumburg Toyota sticker, another nearby Toyota dealership. This makes us wonder now if the same thief or group of thieves that stole our car is also active at other Toyota Dealerships.
After our car had been recovered by the police, the Dealer could not have pressed harder for us to simply go pick up the vehicle and take possession of it without even a cursory mechanical examination. Basically, their attitude was "What's your problem? Take the car and go home." Amazing!
Because our vehicle had been new when it was brought in for the installation of the remote starter, and because we were unable to ascertain how the car was driven by the thief or thieves or what possible damages might be discovered in the future arising from its theft, we requested an exact replacement of the vehicle or return of our purchase price. We were promptly told that Autonation Toyota Libertyville would not agree to do either.
We then sought legal counsel and after having spent significant time, effort and money, the Dealer finally agreed to give us $1,000.00 and reimburse us for the cost of our stolen items, but only if we would absolve them of any future legal responsibility arising from the theft of the vehicle, and more importantly, if we would agree not to speak disparagingly of the Dealer or of the events that occurred to our friends, family or social media. In other words, we were offered $1,000.00 HUSH MONEY for our silence!
In the end, we walked away from this deal. My wife and I feel that others should hear this story as a warning. People should be able to reasonably expect that their vehicle will be at least somewhat secure when dropped at a dealership for servicing. How many people think that their vehicle in the custody of a dealer is at risk of theft? What would you leave in your car knowing this???
So now, our new automobile has a "stolen but recovered" tag on both our Vehicle Title as well as on a Car Fax report. Each reduces the value of our vehicle. To say that we feel violated, not only by the thief or thieves, but also by the Dealer, is an understatement.
We also contacted Toyota Corporation, the manufacturer of our car, to seek compensation for our loss. Toyota Corporation denied all responsibility for the actions of its dealers. Further, Toyota Corporation even stated that it has "no control over their dealers". How convenient! What manufacturer with a strong retail brand image would allow its face to the consumer to be totally uncontrolled in this way???
As a bit of additional information about this Dealer, my family has purchased 5 vehicles from this dealer in the past, and I can tell you that customer satisfaction and loyalty truly mean nothing with "AUTONATION TOYOTA LIBERTYVILLE"” or with the General Manager of this particular Dealer.
I would STRONGLY URGE anyone to be extremely wary when having your automobile serviced here. Apparently, in turning over your car keys to them, essentially giving them " Care, Custody and Control" of your vehicle, you cannot reasonably expect your vehicle, or the contents therein, to be safeguarded.
Likewise, now every time we drive our new vehicle, we are constantly reminded of how we were treated by this Dealer where CUSTOMER LOYALTY MEANT NOTHING and where CUSTOMER SATISFACTION IS ABSENT ! If you have a similar experience with them, I can assure you that you will NOT be singing, "I love what you do for me Toyota"! There is, however, a good chance that you will be using their other catch phrase," Oh what a feeling!...and what a feeling it is.....INSERT NEGATIVE SENTIMENT HERE !"